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When customer contact no longer scales with your organization: Agentforce

As an organization grows, customer contact often grows faster than the capacity to handle it. Service and sales teams work overtime, knowledge stays stuck with a handful of people, and a classic chatbot doesn’t solve that: it follows a pre-scripted flow and gets stuck the moment a customer deviates from the standard path.

Agentforce reasons independently about the best next step instead of following a script, and carries it out directly in your Salesforce org: qualifying a lead, resolving a service case, adjusting a delivery. This way, your capacity scales 24/7 with the organization, without your headcount having to grow at the same rate.

Proven control over complexity

Our expertise lies in streamlining the most challenging business processes. In manufacturing, we configure systems that account for complex product configurations, variable lead times, and technical specifications. We bring this deep experience with data architecture to every Agentforce implementation.

AI agents that work within the boundaries of your business

An AI agent is only as effective as the data it’s built on. Without the right foundations, you get hallucinations or incorrect actions. We build the necessary guardrails so the AI operates strictly within your business rules.

Data as fuel

Through Data Cloud, we connect Agentforce to all your sources, such as ERP or legacy systems. The agent draws on facts, not assumptions.

Action-oriented architecture

We set up ‘actions’ through Flows and Apex that let the agent autonomously make changes, such as moving a delivery date or creating a quote.

Human escalation

When a situation falls outside the defined boundaries, a warm handoff takes place to an employee, including the full conversation history and context.

Strategic deployment of autonomous agents

Service Agent: handling cases and returns independently

This agent takes full control of the customer interaction. Instead of sending a link to an FAQ page, the agent resolves the problem. It checks the order status, processes a return, or schedules a technician through Salesforce Field Service. This increases the deflection rate and frees up your service team from repetitive work.

Sales Development Agent: qualifying leads and scheduling meetings

Let your sales team focus on closing deals instead of manual follow-up. The Sales Agent responds directly to incoming leads, qualifies them based on your criteria, and, when there’s a match, immediately schedules a meeting in the right account manager’s calendar.

Internal Employee Agent: direct access to data and inventory

Increase internal efficiency by giving employees direct access to complex business information. An account manager on-site can ask the agent for a quick summary of a customer’s last three service incidents, or check the current stock status of spare parts.

Security through the Salesforce Trust Layer

Trust is the foundation of every AI strategy. Agentforce is built on the Salesforce Trust Layer, which means your business data is never used to train third-party public models.

From strategy to scalable execution

Our approach to AI is focused on direct value and manageable growth, in small steps rather than one big implementation. We start by identifying the processes with the highest friction, build the required flows, and expand the agent’s autonomy once the results justify it.

Ready to grow your team's capacity?

Agentforce lets you scale up without growing your headcount at the same rate. Curious how autonomous agents could speed up your specific process? Let’s map out the possibilities for your organization.

Frequently Asked Questions

What is the difference between Agentforce and a chatbot?

A classic chatbot follows a pre-written script (a ‘decision tree’). The moment a customer asks a question that isn’t in the script, the bot gets stuck. Agentforce is an autonomous digital employee: it understands the customer’s intent, reasons independently about the solution, and, within your boundaries, can deviate from the set path to reach the goal.

What can an Agentforce agent do within Salesforce?

In principle, anything we allow it to do, optionally extended with a connection to external systems. Think of: retrieving an order status from your ERP, processing an address change, scheduling a technician in Field Service, or creating a return label. The agent carries out these actions on its own as soon as the situation arises, not only once someone asks about it.

How do you prevent hallucinations or incorrect actions?

Through strict ‘grounding’. We connect the agent to your business data (knowledge base, customer data, ERP) via Data Cloud. The agent is instructed to only give answers based on these facts. If it can’t find the answer in your data, it escalates to a colleague instead of making something up.

How does human escalation work?

The handoff happens instantly and preserves full context. If the agent gets stuck, the conversation is transferred directly to an employee in Service Cloud. The employee sees a complete summary of what the agent has already done and discussed, so the customer doesn’t have to repeat their story.

Is Agentforce secure with customer data?

Yes. Agentforce runs on the Salesforce Trust Layer. This means a ‘zero retention’ policy applies to the external AI models (LLMs). Your data is used to generate the response, but it’s never stored by the AI provider and never used to train public models.

Which processes are a good starting point?

We recommend starting with high-volume, low-complexity processes (‘high volume, low complexity’). Think of order status questions (“Where’s my package?”), return requests, or qualifying incoming leads. This is where you free up the most hours for your team right away.

Can Agentforce work with data outside Salesforce (like my ERP)?

Yes. Agentforce can look beyond your CRM. Through Data Cloud or middleware, such as MuleSoft or another integration layer, we expose data from your ERP, PIM, or legacy systems. This means the agent can check live inventory in your WMS or pull up an invoice from your accounting system, without that data having to physically sit in Salesforce.

How are costs calculated (tokens vs. conversations)?

Salesforce uses a flexible model that fits the use case. For internal employees, you usually pay a fixed amount per user (unlimited use). For customer contact (external agents), you can choose: pay per conversation (useful for complex cases) or pay per action (via credits, more cost-effective for short interactions). We calculate per use case which model delivers the best return.

Can this also be done with Claude or Copilot, instead of Agentforce?

Partly, yes: with Salesforce MCP, Claude or Copilot can already look into your Salesforce data and answer individual questions, without extra licenses. The difference lies in what happens next: a chat conversation is started by a human, while Agentforce starts on its own as soon as the situation arises. Which route fits best depends on what you want to automate and how critical those actions are. We’re happy to help you think that through.

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